Customer Service Training
There are many proven benefits in providing excellent customer service training. Exemplary customer service retains customers, gains new customers through positive word of mouth and increases sales.
Customers who are treated well are far more likely to be loyal to a particular brand and studies have found that these customers are worth up to 10 times as much as the value of their initial purchase.
However, organisations need to equip their employees with the skills needed to meet customer service expectations.
Training can also increase staff confidence, which allows employees to represent the organisation in a positive light, leaving a lasting impression with customers.
Immersion Studio is ideal for any staff working in a front-facing role, such as employees in a hotel, restaurant or in retail. It allows customer service staff to undertake realistic training with avatars that react in real time. This allows them to see the consequences of their actions and think about different ways of handling situations in the future within a safe environment where mistakes have no impact on real customers.
Immersion Studio can be used to build multiple skills such as placating angry customers, testing and enhancing product knowledge, answering difficult questions and practicing upselling skills.
Participants can practise scenarios such as handling a hotel guest with a complaint about their room, a customer returning an item to a store without a receipt or a restaurant guest with a complex question about allergies that they might have. All scenarios can have varying levels of difficulty, with avatar reactions ranging from accepting the situation to initially responding in a more hostile manner. The scenarios can also be brought to a satisfactory conclusion, which empowers employees going forward to handle challenging situations.
We can also offer bespoke scenarios according to areas that staff might wish to develop further.
Front Line Training
Immersion Studio is perfect for training hotel, retail and hospitality staff and allows them to develop skills that they will need on a daily basis.
Develop the skills required to effectively handle challenging customers in a friendly, helpful and efficient manner.
Build confidence when interacting with customers and practise delivering excellent customer service.
Great tool to allow participants to role play in a realistic scenario. We were all pleasantly surprised with the ability of Connect to understand our industry terminology and approach.Alison Knight, Director of Talent & Leadership Development, Continental Europe Hilton Hotels
Immersion Studio helps cement learning into your DNA.RBH Hospitality
It was the very first time I have ever experienced this kind of technology. It was fabulous the way you become so engrossed with the subject.
Its a real life situation with human feedback. Makes sense in a world where face to face training can be expensive.
I love the responsiveness and how ‘live’ it actually feels. I felt really comfortable taking the conversation in any direction.BT Group
You can get so immersed in it. It’s brilliant!Brighter Talent
Connect Training gives our Bath Spa teachers the opportunity to enhance their own professional practice in a safe, risk-free yet realistic environment.Benton Brown, Head of Initial Teacher Training at Bath Spa University
It’s so real!Ashorne Hill
The Connect Training technology proved to be very user-friendly and accessible and the Connect Training facilitator/actors/avatars were well informed in generating very convincing simulations.June Bianchi, Senior Lecturer in Art Education Bath Spa University
I love the fact that the avatars can comment on your body language because often it’s not what you say, it’s what you’re doing.The Hotel Folk
I just wanted to say a very big THANK YOU for the session. I think you probably saw that, after some initial apprehension, everyone really engaged with the scenarios. The characters were very realistic, not pushovers and the scenarios developed really well - thank you!Frances, Kent and Medway NHS and Social Care Partnership Trust
It was an amazing experience which in my opinion should become an automatic part of teacher training. There are so many reports that cite low-level disruption as a problem to teachers and many trainee teachers who admit to a lack of confidence in managing behaviour.Jane, Student Teacher at Bath Spa University